Fairmont Scottsdale Princess

If I could give this hotel zero stars, I absolutely would. My recent experience dealing with their reservation customer service team was hands down the most frustrating, unprofessional, and infuriating interaction I’ve ever had with a "luxury" hotel. I encountered a simple reservation issue where a room credit was not applied to my reservation despite that being in the advertised package. This was a simple issue that should have been easy to fix. Instead, I was met with nothing but rudeness, and complete disregard for customer satisfaction. The front desk staff were dismissive and unhelpful, essentially shrugging their shoulders instead of making any effort to resolve the situation. When I asked to speak with a manager, I was transferred to 5 different representatives. After waiting an absurd amount of time, I finally got in touch with a manager who, shockingly, was even more unprofessional than the staff. Instead of assisting me, they were condescending and defensive, acting as if I was the problem rather than a paying customer who simply wanted the reservation fixed and the room credit assigned. I spent HOURS on the phone trying to get this resolved, only to be transferred from one unhelpful representative to another. The easiest part of the process (and the best customer service) was when I called back to cancel my entire reservation and spa appointments (dodged a bullet by not staying here!) This hotel desperately needs a lesson in customer service, professionalism, and basic hospitality. There are plenty of other places to stay—trust me, anywhere else is better than this nightmare.

As a Diamond member, we were upgraded to the Sunset Suite from Cholla Suite. The Sunset suite was spacious and comfortable but it was a bit further away from the lobby area. We didn’t mind the walk too much even with a stroller and enjoyed walking around the well manicured pathways. Our suite was always cleaned immaculately and stocked well with amenities. The housekeeping provided was consistently good throughout the stay. They also provided a diaper pail to use and a cute neck pillow to take home for kids. The beds and pillows were extremely comfortable. It was much colder than expected in January but I was so happy to find out the pools were heated well. The reception told me that all the pools were heated to the same temperature but this was definitely not the case. The slide pool was the warmest and it was like a hot tub warm so we enjoyed even in the coldest January days. We just had to run up to go on the slides because the air was much colder but it was such a relief in the warm water. The other two pools were not as warm but I found the Sunset pool still warmer than the main pool. The two hot tubs by the main pool were very warm but always crowded. The gold lounge was comfortable but their food selection was rather smaller than expected. They did have pretty good drink options and the service was great. We tried Ironwood Restaurant for breakfast and lunch and it was good. Their burger was especially good. We also tried Hacienda Restaurant for dinner and we enjoyed everything we ordered. Trio Guacamole and Arrachera were tasty. I also enjoyed Shrimp Enchiladas. We used Uber, Lyft, and Waymo to all the places, and found it more convenient than renting a car. Do not use Waymo to PHX airport unless you want to spend double the time on the ride as they do not go on the highway and we almost missed our flight!

Privado is a hotel-within-a-hotel at the Fairmont Princess. This has got to be the best hotel in the Phoenix area, bar none! You have all the amenities of the Fairmont BUT with the seclusion and privacy of your own villa, private lobby and conceriege staff. The Privado lobby has drinks and snacks all day long and staff that bend over backwards to help you. We will only stay here from now on, when we're coming to Phoenix. Thank you Privado!

Enjoyed a long weekend at The Princess right before Christmas. We booked this hotel to take part in the Christmas at The Princess activities. Upon arrival the check-in line was very long, but moved pretty quickly. Room was nice and the size and layout was perfect for our family. We enjoyed the Christmas festivities and having the fast pass was great! We did the Christmas activities every night! During one of the days we rented a cabana at pool with the slides and did not have great service. The next day we decided to book a cabana at the pool with the sand beach entry and had amazing service. Evan was our waiter this day and he was great! My only complaint about the pool is the food service was not great and is served in a plastic tray that I can only describe like an elementary school cafeteria tray or what I can imagine a prison food tray. For a higher end resort the food presentation was terrible. Also, all the pool drinks were served out of paper cups which also was a disappointment. No one wants to drink cocktails out of cheap paper cups. I would stay here again for the Christmas festivities, but it probably wouldn’t be my top choice for a resort compared to the other great resorts in the area.

Just finished a four day stay at this hotel. Stayed in Fairmont Gold. Staff were friendly and super helpful. Room comfortable and spacious. The reason for the lower score was due to the breakfast being poor quality (I think there should have been a cooked breakfast) and all the extra charges on the bill like resort fee which I wasn’t expecting)..